“Faster Refunds for Nigeria’s Telecom Users” – Says NCC & CBN

Nigeria is taking a significant step towards protecting its telecom consumers. The Nigerian Communications Commission (NCC) and the Central Bank of Nigeria (CBN) have jointly developed a framework to address failed airtime and data transactions, ensuring subscribers receive refunds within 30 seconds.

According to Mrs. Freda Bruce-Bennett, Director of Consumer Affairs at the NCC, “Failed top-ups rank among the top three consumer complaints, and in line with our commitment to addressing these priority issues, we were determined to resolve them within the shortest possible time”.

This initiative aims to tackle one of the most persistent complaints in the telecom sector, where customers are often left stranded without refunds or resolution after failed transactions. The framework identifies root causes, including network outages, system glitches, and human input errors, and introduces an enforceable Service Level Agreement (SLA) to clearly define roles and responsibilities.

Subscribers will receive refunds within 30 seconds if debited without receiving airtime or data, thanks to the framework’s 30-second refund window. A joint NCC-CBN dashboard will track transaction failures, refunds, and SLA breaches in real-time, ensuring transparency and accountability. Operators will also be required to notify consumers via SMS about the success or failure of every transaction. Furthermore, the framework establishes clear roles and responsibilities for banks, telcos, and stakeholders, promoting a culture of accountability.

The NCC and CBN have already seen over ₦10 billion ($7 million) refunded to customers for failed transactions, pending full rollout of the framework. Implementation is expected to commence on March 1, 2026, once final approvals and technical integration are completed.

Countries like Kenya, South Africa, and India have implemented similar frameworks to address failed transactions and protect consumers.

• Kenya: The country’s telecom regulator, Communications Authority of Kenya (CAK), has established a framework for resolving complaints related to failed transactions. Mobile operators are required to refund customers within 24 hours if the transaction fails.
• South Africa: The Independent Communications Authority of South Africa (ICASA) has introduced regulations to protect consumers from unfair practices, including failed transactions. Operators are required to provide refunds or compensation for failed transactions.
• India: The Telecom Regulatory Authority of India (TRAI) has implemented regulations to address failed transactions, including refunds and compensation for customers.

These countries have taken steps to ensure consumer protection and promote accountability in the telecom sector. Nigeria’s NCC and CBN are following suit with their own framework, set to roll out on March 1, 2026.